Known Issues with Team App 1/12/23

[BofBArtStudio]

The title of this thread has been edited by a Square Moderator from the original: "Team App Down all day"

Hello. Does anybody know why the team app has been down all day.? I searched online and just found that a bunch of people are reporting the team at being down but no answers

[_Violet]

Hi @BofBArtStudio - I'm sorry to hear that this issue has brought you to the Seller Community 😔

We do currently have a known issue with Team Management which is listed on issquareup.com:

"Our Engineers have identified a disruption with the Team App on Android version 4.0.1 and iOS version 4.0. Team Members without Dashboard access will encounter a message that reads "Your account is inactive" when this is not the case. The team is actively working on a solution to this disruption. If you haven't already updated the Team App, we recommend waiting until this disruption is resolved."

We'll continue to post updates on that page until this issue is resolved. We appreciate your patience in the meantime 🙏

[BofBArtStudio]

Fyi, this is also affecting my team members with iPhones

[_Violet]

Hi again, @BofBArtStudio. Yes - We are aware this issue is impacting both Android and iOS (iPad/iPhone) users.

Our team has implemented a fix for the disruption affecting the Team App logins. iOS users can now update their application to version 4.0.2 from the App Store. The Android update is being submitted to the Play Store and will be available to download soon. 

We will continue monitoring the progress of this fix and will continue updating here. Thank you for your continued patience.

[slacktide10]

All of my employees have utilized the square team app to log in from their phones since I have started my business. Suddenly, one of my employees tries to log in to clock in and receives this pop up message: "Your account is inactive - we didn't find any active jobs for you. Please contact your employer if you need assistance."

However, when I log into my side of square, they are still an active employee, who I pay and make schedules for every week. What is the solution for this? My other employee is unable to log in to clock in, but does not receive this message - more like a time out on squares website. I recently activated my free trial of square payroll plus (or whatever it is called) - I don't know if there's a setting I have overlooked or something. I have the square team app on my on phone and it works for me. What is the solution to this? or is it a bug on square's end?

[_Violet · Accepted solution]

Hi there @slacktide10 - I'm sorry to hear that you and your team have also been impacted by this issue 😔

Our Engineers were able to resolve this issue on Thursday at 17:07 PST. You can view the details here on our Status Page. If you haven't already, please update the Team App to the latest version. The newest version of the app will include the fix to the issue from last week.

I hope this information is helpful but please do let me know if you have any additional questions 🙂

[misterelephant]

This problem happens almost every month.   Employees cant log in or log out on app.   Yesterday I talked with the square support after employee tried to re install and was told no account existed!

Today similar issues  and square support says well you need update all the apps and that it is MY responsibility to check their page every day!    Its amazing they can push me emails about their products but cant send me an email saying PLEASE HAVE EMPLOYEES UPDATE UP.

Unfortunately the gensis for this problem was that people could no longer punch in punch out on ipad screen.  I spent 4 hours on phone w support trying to change access settings so that no one could see the banking information/wage information.  To no avail.   If we create manager log in then they cant all punch in.  Its a qsr I dont need them to punch in for each sale.

[Donnie-M]

@misterelephant I encountered the error you had with 1 of my employees on android couldn't get in the team app.  But all of the other problems are easily solvable with the right set up.

We use team management and just set up a device id for the register.  You can set it up in the settings on the tablet to not require a log in after each sale, but it will leave whoever punched in last as logged in.  You can also set a 5 minute timeout I think so if cashiers switch it will require a new log in for the next person.  You can easily set the permissions so each employee can't see the timecard info but their own on their team app.

It sounds like you might not be using team management or team permission?

[bpc20]

please explain this set up better. we run a cafe, but we don't have servers, just counter service, so we have one POS register. Can I set it up so all my workers can clock in on the POS without seeing our whole business on square?

[Donnie-M]

@bpc20 Yes you can, I will get some links together and general instructions, I am heading out of my office today so just check back tomorrow and I should have it posted.

[bpc20]

we are also having these same issues. i moved all my employees over to clock in/out on their phones (kind of insane) when we switched from When I Work app BECAUSE when they clocked in on our POS we had to have our main admin account logged in and any employee or customer had full access to our business through Square there. Insane!! When we created a POS only account, because this was not an Admin, no one could clock in. Also insane! Hate to say it, but Square should learn some things from When I Work, since a ton of us probably switched over from there since we needed to seamlessly integrate with our Square Payroll better.

[misterelephant]

I look forward to Donnie's links.. thx.

and Yes BCP  it is crazy... 

[misterelephant]

and to be straightfoward--  it would be nice if Tech support had a clue- I literally wasted hours trying to figure out the login on Ipad  after their instructions, - it didnt work and their answer was well it would.  Same answer as unistall / reinstall  

[bpc20]

i've also wasted a lot of time with this only to have them say, yeah just have your full admin access logged into your POS so people can clock in. What!

[bpc20]

Our employees also had issues clocking in and out yesterday. This has also been an issue since we started using the app to clock in and out last month on both Androids and iPhones.

[MayaP]

Hello @bpc20,

I am sorry to hear you are experiencing this issue as well! Let's go ahead and update the device to 4.0.2 and if you are continuing to see an issue lets go ahead and let our Customer Support Team no this has not been resolved. Of course, if you need anything else though please don't hesitate to reach out.